Update to Guest Reviews
One of the biggest topics of conversation we see in the community is around our Guest Reviews System. We thought it would be helpful to share a new update with you here.
Because of the slowing of travel due to the COVID-19 pandemic, properties are not receiving new reviews at the same rate as earlier - while continuing to lose reviews, which normally expire after two years. As the review pool is reduced for newer partners with fewer reviews, this could impact their ability to convert returning demand - with guests also having less information available to them to help choose a booking.
You may have seen your fellow partners mention this problem in the Community. Many of you have expressed support for the idea of saving these reviews from expiring.
We researched many options and found that extending the period of a review’s validity by one year provides the most benefit and prevents partners from being negatively impacted by the slower rate of published reviews. To prevent you from being negatively affected by a loss of guest reviews, Booking.com will be gradually extending the lifetime of your existing reviews from two to three years. This means reviews that were about to expire as of July 31, 2020, will remain for an extra year. For example, a review submitted on 1 August 2018, would normally have expired on 31 July 2020, but it will not expire until 31 July 2021, as a result of this change.
You can read more about this change here in the Partner Help Centre.
This is the latest step in improving our guest review system – stay tuned for more.
Sergei and the Community Team